Client Experience Leader – Turn Escalations into Loyalty & Growth
📍 100% Remote | Full-Time
At Outsourced Doers, we don’t just “manage clients.” We obsess over them.
We turn complaints into opportunities, challenges into wins, and feedback into fuel for innovation.
We’re looking for a Client Experience Specialist (Team Lead) who can transform client interactions into powerful retention and referral engines while leading a high-performing team. If you’re the kind of person who thrives under pressure, loves solving tough problems, and gets a thrill out of exceeding expectations—this role is for you.
What You’ll Own:
- Escalation Resolution (60%) – Be the go-to problem-solver. Tackle escalations fast, resolve with flair, and leave clients saying “wow.”
- Team Leadership (10%) – Lead, coach, and elevate a team of Client Experience Specialists to hit KPIs, SLAs, and NPS goals.
- Process Innovation (20%) – Spot gaps, fix inefficiencies, and create client journeys so smooth they feel like magic.
- Automation & Efficiency (5%) – Streamline and delegate—make things smarter, faster, better.
- NPS Management (5%) – Track, analyze, and level up our Net Promoter Score to hit 50+ and beyond.
What We’re Looking For:
- 5+ years in client-facing or client experience leadership roles.
- Proven record of resolving escalations and keeping clients loyal.
- Strong background in team leadership (remote team experience = big plus).
- Tech confidence: CRM platforms, Slack, Asana, Zoom, Google Suite.
- High EQ + problem-solving mindset + resilience under pressure.
- A mix of strategy + empathy + grit.
What You’ll Bring:
- You don’t just manage complaints—you turn them into retention strategies.
- You thrive in fast-paced, high-stakes environments.
- You’re obsessed with metrics (NPS, churn, retention) and know how to move the needle.
- You can lead a team while rolling up your sleeves to handle escalations yourself.
- You’re not afraid to challenge the norm and drive process improvements that stick.
Why Join Us?
- Be part of a fast-growing global company trusted by entrepreneurs worldwide.
- Lead a team that’s driven, sharp, and client-obsessed.
- 100% Remote—work anywhere, thrive everywhere.
- Growth-focused culture—your ideas won’t just be heard, they’ll be implemented.
If you’re ready to lead with grit, innovate with purpose, and turn client experience into a competitive edge, apply now.
